The One to One B2B: Customer Development Strategies for the Business-to-Business World

Overview

Imagine that you lived in a city made of steel and woke up one morning to discover the entire city had been turned to glass. Everything that had been opaque would be transparent, everything sturdy would be fragile. One false move, even the slightest slip and--boom!--everything around you could shatter.

Nowhere does this frightening image seem more real than in the realm of business-to-business commerce, where the Internet is recasting and ...

See more details below
Available through our Marketplace sellers.
Other sellers (Hardcover)
  • All (34) from $1.99   
  • New (3) from $2.15   
  • Used (31) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$2.15
Seller since 2008

Feedback rating:

(3410)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
Brand New, not a remainder.

Ships from: San Jose, CA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$18.95
Seller since 2008

Feedback rating:

(79)

Condition: New
BRAND NEW IN SHRINK WRAP. Book has slight shelf wear from storage(Similar to what you see at retail chains); otherwise the book is in excellent condition.

Ships from: Naperville, IL

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$45.00
Seller since 2014

Feedback rating:

(162)

Condition: New
Brand new.

Ships from: acton, MA

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by
Sending request ...

Overview

Imagine that you lived in a city made of steel and woke up one morning to discover the entire city had been turned to glass. Everything that had been opaque would be transparent, everything sturdy would be fragile. One false move, even the slightest slip and--boom!--everything around you could shatter.

Nowhere does this frightening image seem more real than in the realm of business-to-business commerce, where the Internet is recasting and remodeling nearly every existing relationship.

Although consumer marketers may have been first to launch Web-based, customer-centric initiatives, it is the business-to-business companies that have the most to gain.

They also have the most to lose by doggedly sticking with out-dated traditional market penetration strategies. In One to One B2B, marketing gurus Don Peppers and Martha Rogers argue persuasively that in the broad arena of business-to-business commerce, organizations will rise or fall on the basis of their abilities to cultivate one-to-one relationships with their customers.

In a series of richly detailed case studies, the authors paint vivid portraits of B2B organizations wrestling with front-burner issues such as channel complexity, customer valuation, account development, sales force automation, knowledge-based selling, and new modes of compensation.

And they squarely tackle the question of how much technology is too much, arguing that one shouldn't ask "How can you use technology to automate a relationship?" but ,rather, "How can you use technology to strengthen a relationship and make it more valuable over time?"

In One to One B2B, readers will discover the critical role a "learning relationship" plays in developing new and existing customers to their fullest potential, as well as strategies designed specifically to unlock higher levels of profitability, ensure client loyalty, and fight margin erosion in the face of intense global competition.

The result is an indispensable handbook on how to create and develop business-to-business sales and marketing techniques successfully in the bump and grind of the real world.

In One to One B2B, readers will discover the critical role a "learning relationship" plays in developing new and existing customers to their fullest potential, as well as strategies designed specifically to unlock higher levels of profitability, ensure client loyalty, and fight margin erosion in the face of intense global competition.

Read More Show Less

Editorial Reviews

From the Publisher
Critical Acclaim For Don Peppers And Martha Rogers:

One To One B2B

"Information technology is changing the way businesses manage sales forces and customers. Willy Loman now carries a laptop and links to some very expensive data systems. As firms incur these expenditures, they need a guiding philosophy. This book lays out, clearly and passionately, a vision for B2B customer relationship management systems."
--Jon Deighton, The Harold M. Brierly Professor of Business Administration, Harvard Business School.

The One To One Fieldbook

"If your company is launching a customer-focused strategy, give this book to all of your transition players; it sets the agenda."
--Fortune

Enterprise One To One
"Five Stars!"
--The Wall Street Journal

"First to map the uncharted new world of interactive business. Use it to unlock the immense potential value of your customers."
--Scott Cook, chairman of the board, Intuit

"Destined to become the business field guide to the twenty-first century."
--Jim Kouzes, chairman and CEO, TPG (Tom Peters Group) Learning Systems, and co-author of The Leadership Challenge

The One To One Future

"Book of the year."
--Tom Peters

"Unusual insight into how marketers can serve each other and every consumer."
--Regis McKenna, author, consultant, Regis McKenna, Inc.

"Peters was wrong. This is not the book of the year. It's not even the book of the decade. It's one of the two or three most important business books ever written."
--George Gendron, INC. magazine

Read More Show Less

Product Details

  • ISBN-13: 9780385494090
  • Publisher: Crown Publishing Group
  • Publication date: 5/22/2001
  • Series: One to One Series
  • Pages: 368
  • Product dimensions: 5.84 (w) x 8.55 (h) x 1.16 (d)

Meet the Author

Globally respected thought leaders, futurists, and management consultants, Don Peppers and Martha Rogers, Ph.D,. are the authors of four business best-sellers: The One to One Future, Enterprise One to One, The One to One Fieldbook (coauthored with Bob Dorf), and The One to One Manager. Their company, Peppers and Rogers Group, is the world's preeminent customer-focused management consulting and training firm, with offices on six continents and dozens of Global 1000 clients, in both the B2B and B2C arenas. Before teaming up with Dr. Rogers, Don Peppers was a celebrated Madison Avenue rainmaker and CEO of a major direct marketing agency. Martha Rogers is adjunct professor at the Fuqua School of Business at Duke University and leads multiyear, multi-million-dollar research efforts in the emerging CRM field.
Read More Show Less

Table of Contents

Acknowledgments
Foreword
Ch. 1 The Once and Future Business Strategy 1
Ch. 2 The Real Economy 21
Ch. 3 Dell: The Automated Relationship 67
Ch. 4 Bentley Systems: Preaching to the Choir 107
Ch. 5 Convergys: Racing for the Best Clients 149
Ch. 6 Novartis CP: Rediscovering the Customer 193
Ch. 7 LifeWay: A Sense of Mission 227
Ch. 8 Virtual B2B 267
Ch. 9 Return to the Future 297
Endnotes 305
Recommended Reading 319
Index 339
Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted April 4, 2005

    Don't buy it - opt for 'MANAGING CUSTOMER RELATIONSHIPS'

    Having worked in line management with relationship marketing for many years, Peppers & Rogers have inspired my thinking on 'One-to-One' tremendously. I believe that Peppers & Rogers' most important contribution is to change a company's focus from customer acquisition to customer retention. That is: Stop spending all your money getting new customers and start spending more on keeping and growing existing customers. But if you have high expectations - like I had back in 2001 -, then this book on 'B2B One-to-One' will be a huge disappointment. The real good stuff on one-to-one is all found in the first part of the book. But even that is merely a summary of their previously published material. The case stories - being the bulk of this book - are not very inspiring (except perhaps the inevitable Dell Premier case). I cannot recommend you wasting your time on them. They were already of poor value when published in 2001. The only real value of 'B2B One-to-One' is provided in few charts as well as a small table on page 64 of the book. Curiously, the authors do not expand on the table's valuable content. If you have read some of the authors' previous publications, you'll already be familiar with their core concept of the IDIC-model (Identify-Differentiate-Interact-Customize): Phase 1: IDENTIFY What B2B firms typically do: Identify the most valuable customers by value. Know key contacts in the customer organization. What B2B firms should do: Map all contacts in the customer organization. Map and remember every contact's influence on the buying process. Create a programme specifically targeting end-users. Phase 2: DIFFERENTIATE What B2B firms typically do: Treat different customers differently. Provide superb service levels to the most valuable customers. Differentiate reactively on customers' expressed needs. What B2B firms should do: Rank customers by lifetime value and strategic value (most growable customers!). Develop strategies for unprofitable customers. Differentiate proactively the handling of different needs-based customer categories. Phase 3: INTERACT What B2B firms typically do: Keep interaction only via sales reps. Believe that sales reps will resist change towards sales automation or CRM initiatives because they see them as a threat. Restrict EDI to the largest customers. What B2B firms should do: Remember interactions with the customer across all interaction points ... including the Internet. Compensate sales reps for reporting details on the customer interaction. Market the Internet as an alternative to EDI. Phase 4: CUSTOMIZE What B2B firms typically do: Customize products and services on request from the largest customers on an ad-hoc basis. Develop and execute account plans. What B2B firms should do: Mass-customize products and services by modularizing the production, delivery, and services processes. Make a template for handling individual customers by using a needs-based segmentation on a routinely basis. Develop and execute specific customer strategies - including strategies for individual contacts within the customer organization. For the insight provided by this table's content, I rate the book 2 stars. I recommend that you buy Peppers & Rogers 2004-publication 'MANAGING CUSTOMER RELATIONSHIPS' instead. If you read my online review of that book, you'll see why. Peppers & Rogers' 'ONE TO ONE FIELDBOOK' (1999) is also highly recommended. It's a hands-on book with many checklists and inspiring tools for Monday morning. And it has a dual focus: Both B2C and B2B. Peter Leerskov, MSc in International Business (Marketing & Management) and Graduate Diploma in E-business

    Was this review helpful? Yes  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)